Amazon Connect Customer now supports capacity planning in 15 or 30 minute intervals
News
This article announces that Amazon Connect Customer now supports capacity planning at 15 or 30-minute intervals for more granular workforce planning.
- Generate capacity plans at interval level for Voice, Chat, Task, and Email channels
- Capture demand shifts throughout the day like lunchtime chat surges or end-of-day call volume changes
- Set shrinkage assumptions and available headcount at interval level for accuracy
- Align agent capacity precisely with demand fluctuations across the day
- Available in all AWS Regions where Amazon Connect Customer agent scheduling is supported
Interval-level capacity planning improves staffing accuracy, reduces over- and under-staffing, and enhances service levels and operational efficiency.
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